The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Uniphore

JANUARY 21, 2022

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Conversational automation can accelerate call flows, using data collected from members’ speech to accurately populate forms and quickly facilitate next-best actions.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Hodusoft

JULY 19, 2023

Define clear goals: Clearly define your call center goals and align them with the software’s capabilities. Decide which key performance indicators (KPIs) to measure and improve such as first call resolution rate, average handle time, or customer satisfaction scores.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Callminer

JULY 18, 2019

Why focus on turn topics instead of call topics? Focusing on speaker turn topic allow us to generate insight for the elements in the call flow that effected your client’s outcome measure. Call topics may be able to determine why the customer called, but cannot tell why the NPS score is high or low for that call.

Call flow 140

Call flow Engineering First call resolution Call Center 140

JustCall

MARCH 7, 2023

Average handling time: If you want to track how long your agents spend on a call from the moment they get one from the queue, this is the metric to track. Average time on work after the call : Agents need to finish associated tasks after they end each call. What is predictive analytics for call centers?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Robert Davis

MARCH 2, 2017

RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We take this approach when developing call flows, in our interactions in leadership development and in teaching leaders how to use this approach with their people. Home Security Company.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48